Customer Service Advisor

CVLife are looking for an amazing customer focused individual to join our dynamic team as a Customer Service Advisor at the Xcel Leisure Centre. You’ll deliver an exceptional, personable and professional customer experience. Putting our customers at the heart of everything you do. Within this position you will be the first port of call for many of our customers and as such it is imperative that you are visible, polite, approachable and most importantly self‑motivated to create a brilliant first impression of our business.

We want every single customer to have a positive experience at CV Life.

Skills, Knowledge and Attributes:

• The ideal candidate will be a ‘people person’ with experience of working with a diverse range of customers or individuals.
• Have strong interpersonal skills, both face to face, written and on the telephone.
• Good problem‑solving skills, use of initiative, being proactive and have a good attention to detail.
• Computer literate but training will be given on our systems.

Shifts are typically between 3.00pm–8.30pm

Current Shift patterns include:

Week 1

• Mon: 15:00–20:30 (5.5 hrs), 16:00–17:30 (4.5 hrs)
• Tue: 15:00–20:30 (5.5 hrs)
• Wed: 15:00–20:30 (5.5 hrs), 16:00–21:30 (5.5 hrs)

Week 2

• Mon: 16:00–20:30 (4.5 hrs), 16:00–21:30 (4.5 hrs)
• Tue: 16:00–20:30 (4.5 hrs)
• Wed: 16:00–20:30 (4.5 hrs), 16:00–20:30 (4.5 hrs)

Week 3

• Tue: 15:00–20:30 (5.5 hrs)
• Wed: 15:00–20:30 (5.5 hrs)
• Thu: 16:00–21:30 (5.5 hrs)

We are happy to discuss at interview stage different working patterns or total hours to suit the right candidate/s with some flexibility being considered around start and finish times

Apply today and join our team!

CV Life is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff and volunteers to share this commitment.

Reporting to:
Duty Manager

Coventry Sports Foundation and Culture Coventry are independent organisations who work collaboratively through CV Life, so that this Job Description as a CV Life document extends to cover the employment contracts held with either Culture Coventry Trust or Coventry Sports Foundation.

Working in a Leisure Facility/Waterpark venue, as first point of contact, you will be responsible for ensuring our visitors receive high service standards throughout their visit, including bookings, admissions and general enquiries whether that be in person, by phone or by email.

• To work in a front facing customer role, maintaining a professional manner at all times promoting exceptional customer service standards.
• Maintaining a proactive attitude in promoting the venue to all visitors, including contacting visitors when required in advance of their visit.
• Building excellent product, service and company knowledge, to assist visitors with enquiries and promoting, upselling and cross‑selling to all customers.
• Dealing with any visitor issues or complaints in a professional, caring and understanding manner, using initiative to resolve situations at the time and referring as appropriate in accordance with the Company’s Complaints procedure.
• To deal with incoming calls, emails and customer enquiries promptly, efficiently and professionally.
• Maintaining the Reception area, ensuring it is presented to a high standard at all times, Keeping it free of clutter, maintaining adequate levels of leaflets and ensuring that in any information being displayed is up to date and in accordance with Company marketing standards.
• To be responsible for the confidentiality of your personal login details to the till system, the security of your takings and the accurate recording of payments etc.
• Responsibility for cashing up and reconciling your till at the end of every shift.
• Ensuring all paperwork and documentation is processed in accordance with Company procedures and is not left in unattended in public places.
• Ensure hand over of duties is communicated effectively to colleagues.
• Ensuring Contractors and visitors for meetings etc, adhere to the procedures for signing in and out of the premises, following Safeguarding and Health & Safety protocols.
• Actively promoting future events and…